About the job
As a Principal Product Manager-Technical on the Customer Success (CS) Intelligence team within the AWS Customer Success Center of Excellence, you will own the product lifecycle for products and tooling that help AWS customers realize measurable business value after they deploy. This includes AI-powered systems and agent-based workflows that proactively surface risk, recommend interventions, and accelerate customer outcomes. You will set product vision, write PRFAQs, translate customer and partner requirements into technical specifications, design system architectures for ML-driven scoring and agentic automation, and work directly with engineering teams on sprint priorities and build decisions. You will run beta programs, UAT, and multi-region launches, measuring impact through how AWS and partners deliver customer outcomes.
Responsibilities
- Own the end-to-end product lifecycle — from vision and roadmap through launch and post-launch iteration — for CS Intelligence tooling and systems.
- Write PRFAQs, business requirements documents, and technical specifications that translate field, customer, and partner needs into platform capabilities.
- Design system architectures for data ingestion, scoring, and workflow automation that operate at AWS scale.
- Work directly with SDEs and engineering leads on sprint planning, backlog prioritization, and build/buy/partner trade-offs.
- Run beta programs, user acceptance testing, and multi-region launches with structured rollout plans.
- Define and track success metrics — from model-level performance to customer-facing outcomes — and use them to drive product decisions.
- Collaborate across AWS service teams, field engineering, data science, UX, and operations to deliver integrated customer-facing experiences.
- Navigate legal, compliance, privacy, and data-sharing gates required for product launches.
- Manage multiple concurrent product streams with different engineering teams, stakeholders, and delivery timelines.
- Present to all levels of AWS leadership, including VP-level strategy reviews
Qualifications
Minimum
- 7+ years of technical product management, program management or engineering experience
- Bachelor's degree in Computer Science, Engineering, a related field, or equivalent experience
- Experience owning and driving product roadmap strategy and definition
- Experience writing PRDs, technical specifications, and business requirements documents
- Experience designing system architectures or defining technical requirements for distributed systems
- Experience with sprint planning, backlog prioritization, and agile development processes
- Experience launching products through multi-region readiness, legal, and compliance gates
- Track record of shipping products that serve technical audiences (engineers, product managers, or developers)
Preferred
- Experience in Go-To-Market, Business Development, Sales, or Consulting
- Experience building products that incorporate ML models, agentic systems, or applied AI in production environments
- Experience with customer success, post-launch adoption, or customer health platforms at enterprise scale
- Advanced degree in a technical discipline (e.g., Data Science, Machine Learning, Computer Science)
- Experience defining and measuring model-level metrics (precision, recall, coverage) alongside business outcome metrics
- Experience building products for partner ecosystems or multi-stakeholder platforms (e.g., marketplaces, partner portals)